Samson John Email & Phone Number

Bengaluru Area, India

Bengaluru Area, India

The current role handling a team of 30 + members until date. Also working with the client ANZ Grindlays a pilot project ANZ EDU Program for VDI Branch Deployment for 720 sites.Key responsibilities involved as follows;1. Maintain a track of all the KPI’s, trend the performance and plan the room of improvement proactively.2. Monitor and supervise the daily activities of the staff in the operations team, do a trending on Attrition rates on Quarterly basis.3. Actively working towards long-term improvement of every individual team member as well as the team.4. Manage escalation doing RCA (Root cause analysis) and ensuring to eradicate in the future such kind of errorsPRINCIPLE CHALLENGES;The Service Delivery organization within the Customer Program Management (CPM) arena is a very fast-paced business. This includes both internal employees as well as client facing interaction. We should require the ability to address several issues simultaneously in very tight periods as well as analysis, development and documentation of long-term improvement processes. Responsibilities handled,SLA Reporting; Reconciling missed tickets for their assigned accounts to assure the validity or accuracy of the technicians coding and / or noting of closed calls.Escalation of Calls;Escalating the tickets to the responsible groups within organization when deemed appropriate.Monitoring and Resolving Aged Tickets;Actively monitoring and resolving all tickets that have accrued over 48 hours of elapsed time against them maintaining the Client Value Index (CVI).Partner with CPM; Arranging periodic meet or team up with all of the CPM members, we ensure complete communication with the management team.Trend Analysis;Evaluating the root cause of a problem to show improvement to the client in respective areas. This is to determine efficiencies or inefficiencies in the account.Liaises with the client and Incident Management Team;

Bengaluru Area, India

Worked as PMO for NEC 7/11, the key purpose of this role to ensure a high level of customer satisfaction while maintaining contracted Service Level Agreements (SLA’s) and improving account profitability. This is achieved through a complete understanding of industry practices, principles, theories, concepts and standards involved with client facing service delivery.

Bengaluru Area, India

Sole handling Netapp (Network Appliances) client, monitoring the tickets from the time of dispatch until the ticket get closed.Responsibilities handled,1. Obtaining required information regarding the issue from the service requesters by querying clients to ensure accurate product identification, and logging the information into proper call management system.2. Working independently under the direction of a team leader or manager.3. Primarily interface with clients, service delivery units, immediate management and other team members to ensure an accurate service request is routed to the appropriate service provider.4. Top performer for outstanding performance in the process

Maintain a track of all the KPI’s, trend the performance and plan the room of improvement proactively.Monitor and supervise the daily activities of the staff in the operations team, do a trending on Attrition rates on Quarterly basis.Actively working towards long-term improvement of every individual team member as well as the team.Handle escalations, perform an in depth analysis, doing client interface and steer towards resolutions to minimize the gaps in the process

Bengaluru Area, India

Bengaluru Area, India

As a Team Lead responsibilities were like mentioned below;1. Monitor and take escalated calls2. Train new hire on the product and soft skills3. Script making in the required projects4. Attend client calls and conferences and to recruit new hire.5. Maintain record data sheets, etc6. Floor coaching and attaining sales targetI was also into Pre-sales activity for IT where I talk to clients, convince them about our services and get an understanding about their requirement and based upon the requirements fixing a conference call along with the engineer .Once the client is convinced, pass the lead to the above authority for closing the deal.

Bengaluru Area, India

Worked for a process West Kent Partnership making outbound calls and taking the survey regarding the services provided by the NGOs .

Bengaluru Area, India

Got promoted in the same Process , responsibilities handled were like mentioned below;1. Making Sales and meeting the targets for the day.2. Monitor agent calls and handling escalated calls.3. Provide feedbacks to the agents.4. Floor Coaching.5. Attend client calls

Bengaluru Area, India

Worked as a Customer Support Executive in an US process (Premier Bank), Outbound Process